Job Opportunities API

About Aplazo Aplazo is Mexico’s leading “buy now, pay later” platform, giving consumers flexible, transparent payment solutions while helping merchants grow their sales. We’re a fast-growing Series B fintech backed by top global investors, combining technology, data, and design to redefine financial access. Role's Mission The Tier 3 Users Support Agent is APLAZO's bridge between frontline support (Tier 1) and Engineering and Product. This role owns the most complex, judgment-intensive cases end-to-end — from investigation in logs, data tables, and internal tools, to a clear diagnosis engineers can act on immediately. Beyond executing existing playbooks, this person identifies why cases are breaking at the root cause, proposes the fix, and — critically — turns that resolution into documented knowledge: every solution that can be replicated gets written down as a process, and every process that can be automated gets automated, using AI and internal tools. This role doesn't just solve the case in front of it; it makes sure the same case never needs a Tier 3 agent again. Key Responsibilities CASE INVESTIGATION - Investigate cases at the data level — Analyze system logs, response payloads, and internal data tables using tools like Michelangelo and KYC verifiers to understand what actually happened, not just what the user reported. - Query internal data directly — Use SQL to trace user, transaction, and payment records across internal tables instead of waiting on another team to pull the data. - Replicate and isolate root cause — Reproduce failures and pinpoint the underlying issue — API limits, timeouts, malformed payloads — before it ever reaches Engineering. - Work cross-functionally to close the case — Partner directly with Product, Engineering, and Marketing to land the right fix, not just the fastest one. CASE OWNERSHIP, END TO END - Own escalated cases from all channels — Resolve the most complex cases from chat, social media, and app reviews — end to end. - Hand off clean, engineer-ready tickets — Document findings so precisely that Engineering can act immediately, without needing to reopen the investigation. - Adjudicate justified exceptions — Evaluate and approve exceptions to standard policy when the situation warrants it, with full traceability of the reasoning behind each decision. - Handle maximum-risk and reputational cases — Own cases involving complex fraud, regulatory complaints (e.g., CONDUSEF), legal exposure, press visibility, or VIP accounts. DOCUMENTATION, PROCESS DEFINITION & AUTOMATION - Document every resolution as a repeatable process — Write down the diagnosis and the fix in a form Tier 1 can follow on their own — this is not optional cleanup, it's the deliverable that makes the case count. - Turn one-off fixes into defined processes — Whenever a resolution is replicable, formalize it into a clear, step-by-step process so it stops requiring Tier 3 judgment and becomes something Tier 1 owns directly. - Automate what can be automated — Identify which documented processes are rules-based enough to automate, and build or drive that automation using AI tools and internal platforms (e.g., Retool) — the goal is fewer cases reaching a human at all. SENSITIVE OPERATIONS & RISK VALIDATION - Cross technical data with identity validation — Combine log-level findings with KYC and identity checks to safely authorize the release of blocked profiles. - Manage the most sensitive processes — Own credit line increases, phone number changes, banned account reviews and unban decisions, delivery flow resets, and manual APLAZO points refunds — with full case traceability. Requirements Must Have - Customer obsession — genuine concern for the user's experience and full commitment to unblocking them with empathy and speed. - Experience: 1–2 years in support roles (Tier 2/3), User Ops, or Support, ideally in fintech or e-commerce. -